Nest Gcs Complaints Ppt – Handling Customer Complaints

What is a Complaint?

An expression of dissatisfaction made to an organization, related to its products or services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.Nest Gcs Complaints Ppt

Why do customers complain?

  • Their expectations have not been met!
  • To release their anger
  • To help improve the service. Nest Gcs Complaints Ppt
  • Because of concern for others who also use the service

What proportion of unhappy customers complain?


  • Generally 9% to 37% of unhappy customers make complaints to the firms.
  • The rest never bother to complain. Nest Gcs Complaints Ppt

Why don’t unhappy customers complain?

  • They think it is not worth the time or effort.
  • They further think that no one would be concerned about their problem or solve it.
  • They do not know where to go or what to do.Nest Gcs Complaints Ppt

Most common complaints…?

  • Wrong information
  • Poor customer service attitude
  • Overpricing
  • Lack of adequate information
  • Delays
  • Unresponsiveness of service providers.Nest Gcs Complaints Ppt

The customer is not always right but…


  • The customer is always the customer and this means simply that solving the problem is often more important than who is right. Nest Gcs Complaints Ppt
  • If you can solve their problem without blaming yourself or others,
  • you will reduce stress,
  • everyone will feel better and
  • you will be on your way to attaining CUSTOMER SATISFACTION.Nest Gcs Complaints Ppt

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